IKEA Type Fuss: Do Customers Care?

On September 7, 2009

IKEA Type Fuss: Do Customers Care?

At the risk of giving it more oxygen, a few words on "Verdanagate" -- the big fuss over Ikea's decision to switch its catalogue font from Futura to the more practical (and cheaper) Verdana. The voice of reason comes from Chris Bailey, who asks whether the (largely online, heavily Tweeted) outcries of those who consider the widely-used Verdana the work of the devil should worry Ikea's customer-service reps at all. It would seem not. As Bailey discovers with a bit of research, at IKEAFANS, an online and unofficial online fanclub for the Swedish furniture chain, the switch of font has generated "zero chatter". In other words, those design purists who take issue with the font change may not (probably...
On September 7, 2009

How About Some Answers to Life’s Burning Questions?

Some of us search for truth. Others are on a quest for the meaning of life. I'm not quite so demanding. I just want some answers to a few things that bug me. Like how come half the people working in customer service actually hate serving customers? And can anyone really taste mango and leather in wine?
On September 7, 2009

Winner of the Video Sales Error Contest!

Last month, I posted a video that contained a set of sales errors and asked readers to list them out. (See "Video: Can You Spot the Sales Errors")  I've received dozens of entries, but the best came from Ken McGrath, a television presenter for The Shopping Channel in Canada and a sales consultant for Buccellati Inc. Here's the video again... click on the link below to get the list. BTW: This video was produced by the clever fellows over at “The Sales Roundup Podcast”. CLICK HERE to display the list of sales errors. » Does not greet potential client properly. Does not introduce himself or present card or brochure. Does not ask client if this is an appropriate time to...
On September 7, 2009

Customer Reviews in Review

Today is Labor Day in North America, and in the spirit of not working too hard, I’d like to share what we think is a hilarious video about customer reviews (written and performed by the folks at Bazaarvoice), along with lyrics and some of my favorite Get Elastic posts on the subject of customer reviews. [...]
On September 7, 2009

Should Hotels Provide Free Internet Access? Why not?

When I was staying in Squaw Valley, I noticed that my hotel's amenities said that Internet access was something like $10 a day. "Damn," I thought, "but I have a job to do." As I hooked up the ethernet cable I admit to thinking about the several hotels I passed on that advertised their free Wi-Fi and felt a pang of regret. However, when I pulled up the access Web site I saw that the hotel had several tiers of service, including the $10 a day and a lower-bandwidth free service that wasn't advertised. So, which did I take? The free one, of course. Why? Because I was already shelling out $1,200 for a room and the idea of paying more wasn't appealing....
On September 7, 2009

The Power of Forgetfulness

"Inside each and every one of us is 'One True Authentic Swing,' something we was born with. Something that’s ours and ours alone. Something that can’t be taught to you or learned. Something that’s got to be Remembered..."—STEVEN PRESSFIELD, The...
On September 7, 2009

Shrinking Data Centers

Many companies are now trying to save money by shrinking their data centers. "It's time to do more with less," says one IT manager. According to ComputerWorld, "IT managers have gotten to these more productive footprints by using virtualization, increasingly dense and multifunction hardware, alternative energy sources and modular design techniques. For their part, the savings accrue from lower energy bills, reduced property costs and less costly site and technology maintenance." 60% of data center costs come from power and cooling, so going green is actually a profitable endeavor.

Isn't it nice when doing the right thing saves money?


Curt's company has software that helps the accidental project manager.



On September 7, 2009

Email Etiquette Overload

Dear Stanley, In a recent email I used "ASAP" to request that the recipient contact me. The individual called me immediately, was very upset and said to me, "Did you know that when you use capitals in e-mail it means that you're shouting at the person?!" My reply was that it was an acronym meaning "as soon as possible" and most acronyms are written in capital letters. In business writing, I've always seen ASAP in capital letters. What is the proper use? Several others in my department agree with me. Signed, E-tiquette Challenged Dear Challenged, First of all, it sounds like you guys have too little to do. I'd tell my correspondent to get real and stop bothering me with...
On September 7, 2009

Your Reputation in Sales is Now Eternal

Reputation has always been important in sales, especially in markets where referrals play a large role.  However, in the past it was possible, if a sales rep screwed up his reputation, to "start anew" in a different territory or industry.  No longer.  Any client who want to know all about you, can find it out pretty darn quickly.  You can run, but you can't hide.  Not any longer. Let me give you an example.  While recently subcontracting a marketing initiative, I ended up interviewing a personable middle-aged woman for the job.  She presented very well and was quite professional, but something didn't quite "feel" right.  I had her business card, and she had a web site, but I wasn't satisfied,...


On September 7, 2009

Get Your Boss to Let You Ditch that Tie

If you're a twenty-something who feels a little strangled and strange in a tie, there may be an innovative way to convince your boss it's a good idea to let you dress more casually, at least when the hot weather rolls around again. How? Appeal to his desire to cut the energy bill. That rationale has led Bangladesh to a permanent, country-wide dress down Friday, according to the Freakonomics blog: In Bangladesh, a country whose power shortages are particularly severe during its hot summers, it doesn’t make much economic sense to dress up in a stuffy suit and then crank up your office’s AC to stay cool. That’s why, to cut down on air-conditioning use, the prime minister ordered a...


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